Verint Case Management Professional Description
Verint®, Case Management Professional™, is a cloud service that enables use cases for Citizen Engagement and CCaaS.
Citizen Engagement
Verint®, Case Management Professional™, automates customer/citizen interaction across assisted and self-service channels. This allows engagement across hundreds of city/local government services while maximising the opportunity for self service.
The solution allows users to achieve a greater channel shift in the top 10 services based on volume and a higher percentage for service requests that are completed on time.
CCaaS
Verint®, Case Management Professional™, enhances the capabilities of CCaaS Desktops with intelligent scripting. Agents can log requests, resolve account queries and more from a single integrated desktop. The requests that are logged can be managed according to the SLAs.
This application helps customers increase their First Contact Resolution (FCR).